Front Desk Lead

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES: Assists the Hotel Manager in overseeing the Front Desk department. Trains and provides technical directions to new Front Desk Agents. Has extensive knowledge of Front Desk operations. Able to assist coworkers and guests with any questions they may have. Provide a warm and friendly welcome to guests as they arrive, creating a positive first impression. Always provided the highest level of overall customer service by enforcing 4-star standards. Goes above and beyond to make every guest feel special. Efficiently handles the check-in and check-out processes by verifying guest information, assigning rooms, and processing payments. Encourages guests to participate in player’s club membership and casino events and activities. Handles guest payments, including cash, credit cards, and other forms of payment. Maintains accurate and well organized records. Assist guests with room reservations, modifications, and cancellations, ensuring accuracy and adherence to hotel policies. Provide information about the hotel's services, amenities, casino offerings, and local attractions to help guests make the most of their stay. Respond promptly, pleasantly, and accurately to all customer questions and immediately escalate any issues/concerns from customers to the appropriate person. Answer phone calls, take messages, and transfer calls to appropriate departments or guests' rooms. Develops and maintains effective working relationships and good customer service skills with all guests and employees. Maintains alertness for the performance of all responsibilities, and a general awareness of hotel and casino operation at all times. Takes appropriate action based on observations, as directed or established by casino policy, procedures, or gaming rules and regulations. Keeps the Hotel Manager informed of any concerns. Maintains a clean and safe work environment. Performs duties in compliance with safety procedures, which includes use of safety equipment. Performs duties in compliance with the Colorado Limited Gaming Act, Internal Control Minimum Procedures, internal policies and procedures, and Colorado Limited Gaming Regulations. Wears and maintains uniforms properly, including nametag and gaming license. Performs other duties, including special projects, as needed and directed. COMPENSATION & BENEFITS $22.00+ per hour based on experience Full House Resorts offers all full-time employees and eligible family members a comprehensive and valuable benefits program that includes medical, dental, vision, life, disability, FSA, 401k retirement plan which includes a matching contribution after one (1) year of service, a generous paid time off program, paid transportation from Colorado Springs, Woodland Park and Pueblo, free local gym membership, tuition reimbursement, and more. Experience Required 1 - 3 years: Demonstrated experience working in the hospitality industry, preferably in a similar front desk or leadership role. 1 - 5 years: Customer Service Skills– Full House Resorts is an organization in the hospitality industry. As such, experience conducting business in a positive and friendly manner – both with guests and staff in the hospitality industry is a requirement of the position. Preferred 1 - 5 years: Basic computer knowledge is preferred. Licenses & Certifications Required Gaming Permit/License